ANGELICA HARRIS
Garden Grove,CA
Summary
Results-driven executive with extensive experience in customer success and account management, focused on achieving enterprise revenue goals. Proven track record in developing strong B2B relationships across diverse industries, consistently exceeding revenue targets and enhancing market share. Expertise in customer journey optimization, retention strategies, and fostering cross-departmental customer centricity. Recognized for strategic planning, problem-solving abilities, and exceptional multitasking skills in fast-paced environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
DIRECTOR, CUSTOMER SUCCESS
Microsoft
Bellevue, Washington
04.2022 - 05.2026
- Built strong executive relationships with key customers and partners, securing maximum value from Microsoft investments.
- Drive strategic conversations aligning Microsoft services with customer business objectives and transformation goals.
- Oversee creation and execution of Customer Success Plans, coach team on program reviews to manage expectations.
- Guided CSAMs in accelerating adoption of Microsoft products, removing technical blockers to achieve key consumption milestones.
- Led and coached team of CSAMs, modeling effective leadership techniques and fostering professional growth to enhance team capabilities.
- Define clear team objectives to attract and retain top talent while promoting an inclusive culture.
- Maintain technical acumen by staying current on industry trends, coach team on relevant technologies.
- Exemplify Microsoft's values through integrity and accountability, creating a trusted environment for CSAMs.
VICE PRESIDENT, CUSTOMER SUCCESS
SumTotal Systems, LLC
Gainesville, FL
05.2018 - 04.2022
- Oversaw Customer Success for North America, managing $54 million in recurring revenue across diverse sectors.
- Achieved over 90% gross retention and 110% net retention rates YoY.
- Led enterprise-wide initiatives enhancing customer outcomes and product utilization, contributing to revenue growth.
- Launched NPS and customer health scorecard to analyze feedback and improve advocacy and loyalty.
- Developed comprehensive customer engagement program with monthly governance, newsletters, webinars, and networking sessions to strengthen relationships.
- Recruited and developed high-performing customer success team, navigating organizational changes and IPO preparation.
- Created development plans to elevate employee satisfaction and expertise, driving overall performance.
EXECUTIVE MANAGER, PRIVATE SECTOR EDUCATION
Elsevier
Saint Louis, MO
06.2017 - 05.2018
- Developed strategies with team to effectively assess institutional and student needs, leading to targeted program improvements.
- Executed sales and customer success initiatives in health science education sector, enhancing client satisfaction and retention.
- Led cross-functional teams to implement strategic initiatives across departments.
- Coordinated training programs for staff to improve service delivery and skills.
VICE PRESIDENT, SPECIALIZED MARKETS - HEALTHCARE
University of Phoenix
Phoenix, AZ
03.2015 - 06.2017
- Secured Vendor of Choice status with elite healthcare network, generating $30 million in trust funding.
- Cultivated partnerships with healthcare alliances, driving 10% year-over-year growth in market reach and collaboration opportunities.
- Led division to enhance brand visibility and market share through strategic GTM initiatives, positioning organization as a leader in healthcare.
- Developed academic programs and employer alliances to create a robust pipeline of certified candidates for industry demands.
DIRECTOR, STRATEGIC CORPORATE ALLIANCES
Apollo Education Group
Phoenix, AZ
01.2011 - 03.2015
- Successfully negotiated and closed Apollo Group's largest international contract valued at $5.3 million.
- Attained preferred partner status with leading healthcare organizations, driving more than $6 million in annual revenue.
- Managed client engagement, delivering customized solutions to high-value healthcare customers, strengthening client relationships.
- Led Apollo Professional Sales Solutions team as National Team Lead, implementing targeted coaching and mentorship to enhance team capabilities.
- Developed collaborative initiatives with Deans of Specialized Programs, driving significant growth in degree offerings.
ACCOUNT EXECUTIVE, CORPORATE EDUCATION DEVELOPMENT
University of Phoenix
Phoenix, AZ
06.2006 - 01.2011
- Achieved sales targets through effective relationship management, maintaining 100% of plan.
- Generated degree-based revenue from corporations within assigned territory and vertical segment, contributing to overall revenue growth.
- Managed marketing strategies to enhance brand awareness and establish collaborations with multi-state enterprises, resulting in increased market penetration.
- Developed partnership support initiatives to ensure service excellence and drive recurring business.
Education
Bachelor of Science - Business Administration
University of Phoenix
Phoenix, AZ01-2014
Skills
- Account management
- Customer advocacy
- Churn management
- Customer insights
- Cross-functional collaboration
- Change management
- Strategic leadership
- Effective communication
- Relationship building
- Mentoring
- Decision-making
- Team development
Certification
- Customer Success Certification, SuccessCOACHING, San Carlos, CA, 2021
- Leadership Accelerator Certification, Apollo Education Group, Phoenix, AZ, 2011
Awards
- Microsoft's 100% Attainment Circle, FY25, FY24
- SumTotal's Multi Year Chairman's Elite, FY19, 20, 21
- Apollo Education Group's ASE of Impact, FY15, 16
Timeline
DIRECTOR, CUSTOMER SUCCESS
Microsoft
04.2022 - 05.2026
VICE PRESIDENT, CUSTOMER SUCCESS
SumTotal Systems, LLC
05.2018 - 04.2022
EXECUTIVE MANAGER, PRIVATE SECTOR EDUCATION
Elsevier
06.2017 - 05.2018
VICE PRESIDENT, SPECIALIZED MARKETS - HEALTHCARE
University of Phoenix
03.2015 - 06.2017
DIRECTOR, STRATEGIC CORPORATE ALLIANCES
Apollo Education Group
01.2011 - 03.2015
ACCOUNT EXECUTIVE, CORPORATE EDUCATION DEVELOPMENT
University of Phoenix
06.2006 - 01.2011
Bachelor of Science - Business Administration
University of Phoenix